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Service and support

Tractivity’s Customer Success team know the importance of engaging and managing stakeholders. That’s why you will have the best service and support to make your onboarding a smooth process, as fast and simple as possible. From your initial system configuration and training to every day after, our expert team are here to help you deliver impact.

Onboarding And Ongoing Support

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Implementation

Your Tractivity implementation manager will work with you throughout the whole setup process. The full implementation usually takes between 2 and 4 weeks. We will schedule a series of planning calls to discuss key uses and deliverables to make sure Tractivity is streamlined to your key objectives.

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Account Management And Training

From the go-live of your Tractivity platform throughout the course of your subscription, a dedicated account manager will support you. We provide monthly webinar sessions and an online knowledge base of product guides, easy reference manuals and webinar tutorial videos that can be accessed any time.

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Support

All of our dedicated account managers are UK based and can be contacted via telephone or email at any time during UK working hours. We have an established escalation procedure should any problems not be resolved within the normal support arrangements.

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In-house Design Team

Tractivity's in-house design team is on hand to support you. From newsletters and email templates to websites, we have it covered, attending to your design requirements quickly and efficiently.

Technical Support

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Server Maintenance

Tractivity is offered as an off-the-shelf product, meaning that feature upgrades and bug fixes are easy to roll out to all clients. Our Virtual Machines, environments and databases are monitored 24/7 and the server maintenance is scheduled to run between 11 pm and 1 am to avoid any impact.

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Data Backup, Restore & Disaster Recovery

Data is backed up daily, encrypted and stored digitally in an alternative secure location. Backups are tested weekly by conducting a file integrity check and manual restore. Weekly testing is signed for by a systems engineer and the Technical Director.

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Security

Tractivity hold both ISO27001 and Cyber Essentials Plus accreditations. Our system is hosted in a highly secure environment that meets the latest HIPAA standards. It is proactively monitored 24/7/365 by a security operations team (SOC), which provides systems engineers with real-time visibility and actionable threat intelligence.

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Integrated Services

Tractivity includes a fully functioning API that can be used by a client’s web team to build integrations such as forms, event searches and registration functionalities. Tractivity also includes a Survey iOS application that is designed for use on iPads.

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Technical Specifications and Requirements

As an entirely cloud-based product, Tractivity can be accessed from any computer or device with a modern web browser. Our system does not require the installation of any software onto local machines.

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Business Continuity Plan

Tractivity has a fully documented Business Continuity and Disaster Recovery plan which is tested regularly. A copy of the plan is available upon request.

“I absolutely recommend Tractivity. The training features are excellent, very comprehensive and one-to-one individual support. Its ease of use stands out from other platforms I have seen!”

Sophie Moeng
Network Rail

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“We had Tractivity up and running so quickly, with a great onboarding experience and so simple to use. The system is keeping us engaged with all our stakeholders and improving our understanding of the issues that matter to us”.

Priya Beeharry
NHS West Hertfordshire Hospitals

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Supporting better outcomes

Tractivity can support your stakeholder management needs and help you achieve sustained positive outcomes. Book a personalised demo with us.

 

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